JCI: VISION FOR FIELD SERVICES TRANSFORMATION
Johnson Controls provides a range of products and services for fire detection, suppression and security. Its services include system design, installation, inspection and maintenance. JCI asked IBM to provide an initial diagnosis of the issues facing field services and facilitate a process to reach a common vision of the future service experience, and this objective was accomplished with a collaborative design thinking workshop of Accelerated Visioning. To prepare for the workshop, I directed a team in creating strawman personas, the current state journey, and documenting known pain points. We brainstormed with JCI stakeholders along the way, crafting an initial future state vision that we more closely examined during the workshop, validating our prework and then discussing technologies, capabilities and UX. We prioritized and prepared a high level roadmap they could begin to move forward with.
ISSUES UNCOVERED DURING DISCOVERY
- Customer expectations are increasing based on the higher level of service being provided by B2C companies
- JCI is challenged in meeting the quality and consistency of customer care demanded
- The field is not properly enabled to meet customer needs
- The current mobility strategy is too narrowly focused and no comprehensive roadmap exists for solutions required to address customer and field technician needs
- The business impacts are manifested in unpaid or delayed payment of invoices, customer churn (non-renewal) and low satisfaction scores
DESIRED BUSINESS OUTCOMES
- A clearly articulated future vision for the future of Johnson Controls field services
- An end-customer experience that is at parity or better than competitors leveraging Johnson Controls’ scale and digital technologies
- A field technician experience that enables the delivery of a leading customer experience while also increasing productivity
- A prioritized set of capabilities and a transformation roadmap outlining the actions and investments required to achieve the future vision agreed by SimplexGrinnell and Tyco Integrated Security.
- A transformation program to continuously create, measure and improve the services experience for customers and field technicians
- Improvements in key business metrics
- Reduction in accounts receivable and unpaid invoices
- Increased renewals
- Increase in customer satisfaction
- Increase productivity (e.g., service revenue/field tech)